HDNL rebrands to Yodel to escape bad online press
It appears that Home Delivery Network has finally given up on trying to repair their shattered online reputation (just Google for HDNL or Home Delivery Network and you’ll see what I mean) and they’ve opted to change names instead, to Yodel.
The CEO of Yodel, Jonathan Smith, claims the move is to help the company move forward and become the biggest delivery firm in the industry, but we know the real reason. In a comment that made me chuckle, Yodel CEO Jonathan Smith says that Home Delivery Network’s rebrand will allow them to become more customer focused!
“”We are delighted to be unveiling this new brand, which represents our ambitions to be a truly customer focused business offering a full suite of services that others in the market cannot match.”
The combined business is already growing faster than the market and we are excited about our future potential.”
I guess this means that when people come home to find parcels lobbed over fences or packages shattered into pieces and a note from ‘Yodel’ – they’ll struggle to find them online in order to complain – at least that’s what HDNL will be hoping.
Fear not though; already on the case!
I'm an Affiliate Marketeer, 
To be honest you would probably complain if they DIDN’T leave your parcel and you had to wait longer to get it.
Maybe instead of complaining, do something about it. E.g. when you make an order, put in the special instructions box, “leave in place X” or “do not leave, try redelivering if not in”.
There are plenty of ways to make the recieving of your post an eaier reality for yourself intead of just moaning about it.
Some people are never happy.
BT, how can I make it any easier for the courier than being indoors all day to receive a parcel?
HDNL are a bunch of tossers.
I’m shocked, i’ve used HDNL many of time and never had any problem. Its been easy to track and when i order things i always make sure i’m in to collect it. At the end of the day when you order something its your responsibility to be there to collect it and then to check it over.
I’ll always used HDNL.
Did you know HDNL through its sister company parcelpoint has taken over DHL Express, and has at the moment been branded has DHL domestic soon to be part of the Yodel band in Jan 2011
Useless bunch, I have now been in for 3 days to receive a parcel that never arrives, all I get are stupid txt messages! I have to rebook for Tuesday now … I have emailed Amazon to say that if it does not arrive on Tuesday I am going to reject the order. In fact what I may do is keep this going as long as I can, keep booking redelivery for days I am not in, yes, actually, do on days I am in and keep ignoring the doorbell
Hi,
I stumbled upon your blog whilst wondering why I had not heard of HDNL before, and what I read made me fear for my SCII:Collector’s edition’s integrity upon arrival, with all the fence-throwing anecdotes.
Funnily enough, it seems as though not all the HDNL staff are muppets. Thankfully enough, the guy who came to deliver the parcel was relatively nice and very polite (and somehow almost enjoying his job!), and the parcel was absolutely intact.
So, there are a few gems in the rough, by the looks of it.
@Laura From what I’ve seen of the many complaints about HDNL online, a large proportion of them are from people who *have* been in for when the package is due to be delivered, only to find the driver either shoved a card through the letter box without even ringing the bell or never even came, despite the claim on the web tracker.
Also a good number of people have ordered online and not been told which particular courier the goods will be sent with, which creates very different results. HDNL also seem to have quite a variable service pattern with some areas having brilliant drivers and depots and others rather poor.
My own experience is mixed as I live in a block of flats which I appreciate is not the easiest place to access but in my spare time I campaign for a political party and regularly have to get into all manner of blocks myself and it’s not rocket science. Other couriers similarly have had next to no problems getting to my letter box to leave a card if I’m not in (and when I have ordered stuff online I do my darndest to be in around over the expected delivery dates, especially if I’ve missed a first delivery) and even some HDNL deliveries have come. So it’s very pick and mix what result one is actually going to get which just adds to the frustration. It was made even more annoying by HDNL using a name that suggested they were home delivery focused yet using business working hours, even more restrictive than other couriers who have business as their primary focus.
HDNL / Yodel drivers work 10 hours or more in a day. Their average week exceeds 50 hours; at Christmas they work closer to 70 hours of driving per week and in some areas well over a 1000 miles per week.
I’ve never had a problem with HDNL drivers and they have delivered to me for years.
with comment to drivers not knocking,it would help if 9 out of 10 houses changed the batteries in there door bells or was near the front of the house to hear us knock! afterall we can only wait so long as there is more than 1 delivery to do…….
HDNL are a bunch of toss – I’ve NEVER had a parcel delivered on the day they told me it would be. The msg today gave me a delivery time of between 12 and 3 and I’m still at home at 5.30 with no sign and no update or even way to check how far they might be from me.
If I knew they were the company doing the delivery I’d never order from the companies that use them – they are useless, inefficient and frankly a shower of shit !!
Because I am new to the UK & can’t get credit yet, a friend ordered a headboard & divan set for me through Kay’s on 24 September. The headboard arrived promptly, but I am still waiting for the mattress & divan. Twice, delivery was scheduled for morning hours – I am a teacher and cannot take time off easily. HDN seems completely unwilling to accommodate working people. The employee I spoke to said I just had to ‘take my chances’ – when I was called about redelivery, it may be morning, it may be afternoon…maybe I’d get lucky. I was told that sometimes, due to bank holidays and such, deliveries were made on Saturdays. The third time, we arranged delivery to go to my partner’s house; he left his garage open all day, but no delivery was made. A message was left on my mobile saying that, due to an ‘IT issue, scheduled deliveries weren’t made and [I] would receive a call to reschedule delivery.’ I called HDN when I got home and was told the same thing – an ‘investigation’ was being made, and I would be contacted. Several days passed, and I had heard nothing, so I called back. I asked what sort of investigation had to be done; I was told that my bed had been ‘returned to the warehouse, but it couldn’t be located’ and that when they ‘found’ it, someone would call. I told the employee what had been said to me about Saturday deliveries; computer errors at their depot – which are NOT the customers’ faults – should be one of those times when HDN works to rectify their mistakes and deliver on weekends. I was told that ‘wasn’t how it was done.’ A few more days went by, and the friend who bought the bed for me and I both called Kay’s to complain. Remarkably, within a few hours, I received a call saying that my bed would arrive at my flat this past Monday. Funny how, when HDN was contacted by Kay’s, my bed was suddenly located…. Half term had started, so I would be home to sign for it. Monday came, and I had a feeling that there would be another glitch, so I called HDN around 9 am. I was told that the bed was scheduled to be delivered to my partner’s house. I had verified with the employee who had called me to arrange delivery that it needed to come to my flat, since Kay’s said a signature was required – HDN had told me twice before that one wouldn’t be necessary. Also, my partner was at work, and had not left his garage open. The employee – who didn’t seem to give a rat’s behind about all the hassle I’d been through with them – called the truck driver to find out where they were (in case my partner could leave work & unlock his garage); I was then told that, due to ‘ongoing computer issues,’ my bed hadn’t been placed on the truck – AGAIN! Understandably, I was ready to spit feathers by this point. My friend called HDN for me and after lots of back and forth, with all sorts of excuses being made by HDN (at one point she was told that they had ‘located’ my bed and that it’s delivery would be a ‘priority’) , she was ‘assured’ that my bed would arrive today between 7-10:30. It’s the last day of half-term, so if it doesn’t come today, that’s it. There’s been a note on my mailbox since Monday, listing my mobile number since my door buzzer doesn’t work. I woke up early today & made sure the note was still there; even though it’s cold out, I have the windows in my flat open so I can listen for a truck, and I keep looking out the windows…..If it doesn’t arrive, I will be contacting the local trading standards company and filing a formal complaint. I will also be filing a complaint with Kay’s. I think that online companies should *tell* customers who they use as couriers/delivery companies so that we can stay away from those that use HDN/Yodel /White Arrow (or whatever they call themselves….why would a company change its name so often unless they are completely inept and trying to ‘hide’ from dissatisfied customers or trying to fool potential ones into thinking they are competent?)
What a bunch of idiots. I can’t pick up my parcel from the depot (the service has been suspended) and they can’t tell me when they’re going to redeliver. So I’ll just wait in all day every day until they turn up then!!!
The call centre is staffed by people who are frankly about as useful as a fish tank on the moon.
ARRGH!!!
This company are milking the ‘adverse weather conditions’ for all it’s worth. I’m tracking several orders through their website, and for the last 3-4 days they have been marked as ‘undeliverable due to bad weather’. I can see that my parcels have been received at my local depot… and I can also see out of my window, and that the weather is fine. If Royal Mail can get a parcel to me, why can’t HDNL?!
I’m still waiting for my delivery, which was despatched on the 26th of Nov (today being the 12th of Dec), almost 3 weeks. Yodel, no wrong name, it should be Whistle – because that’s what you can do for your delivery. Every time a supplier sends via this lot they take forever and the driver is always called Smith, now how convenient is that!! Plus they can never find us, even though the letters on the sign outside are over a foot high. Pathetic! I can’t believe that any major organisation is still using this lot. Every other carrier delivers here, but HDNL or Yodel. Are they really associated with DHL. The company of true German efficiency. Heaven help us if they get involved with Royal Mail!!!!!!!
The service from this company is absolutely appalling!
I missed my delivery last week but couldn’t re-schedule on their website due to “severe weather conditions”. I live in central London and there is defnitely NO severe weather condition here!
The company website doesn’t have a phone number or address so you are not even able to go collect the missed delivery.
There’s no complaints section on their website and the feedback textbox only allows a feedback of 30 words!
This level of service is absolutely unacceptable!
Yodel/HDNL – wholly useless, utterly atrocious service. Everyone buying on line should ask who the respective sales operations use to despatch their goods. If Yodel, the buyter should walk away, it’s likely you will suffer the same fate as all the poor sods who have detailed their problems on line.
Me, I had two green Yodel.HDNL notes through my door over two weeks ago. The automated phone line tells you nothing. The webiste for tracking has not worked for two weeks due to the weather !! There was someone in both times the delivery was attempted. Appalling.
I tracked my order today and was surprised to see that it was marked as ‘Delivered’. I telephoned HDNL who said the parcel had been delivered. I said it definitely hadn’t and asked which house number it had been delivered to. She said she didn’t know but she could see from the satellite picture it was to a house next to a factory. There is one about half a mile away. There are lot of houses between mine and the factory. My house is clearly numbered. I have used other home shopping companies without difficulty. It was delivered without a signature, to a house 1/2 a mile away, with no record of the house number. This is unacceptable. HDNL customer services were belligerent and uninterested. They were happy to leave me without my parcel and didn’t want to know when I asked how to get it back. Don’t use this carrier. They don’t deliver and they don’t care.
Dear HDNL
I am writing in the hope that you will put right what has, up to now, been an incredibly disappointing level of customer service.
I received a card last Monday to say that you’d attempted to deliver the parcel above. Not being able to specify a delivery time, I was unable to wait in all day so had gone out that afternoon.
Either that evening, or Tuesday evening, I logged onto myhdnl.co.uk and arranged to collect the parcel from your Ipswich depot. On Thursday afternoon, I went to the depot to collect the parcel. I rang the bell and there was no answer. I waited outside for nearly 15mins. I rang yell.com to get the number for the depot, I rang it but nobody answered.
After 15 mins wait time, I went to the side of the building where vans were being loaded. I asked a lady who I need to speak to about collection. Her response was “customers aren’t welcome here” – which was fitting as I’d certainly started to get that impression – I pointed out that I wouldn’t have been in the loading bay had the doorbell or telephone been answered.
She made me walk all the way back to reception, where she told me that she wouldn’t serve me as I didn’t have an appointment. She said it was clear from the card that I should book an appointment and not just turn up. Nowhere on the card does it say you need an appointment and the website didn’t say so either when I entered my number to arrange collection.
She was rude and unhelpful, saying “you honestly expect me to look through 8000 parcels to find yours?” – which, of course, I didn’t expect her to do, I just expected her to at least treat me with some respect and for her to perhaps acknowledge that it’s not entirely helpful that the card makes no reference to having a collection appointment.
I returned home and, having lost faith in the website, used the 0871 number to rearrange the delivery for the following day (Friday). Friday came, no delivery, no missed-call card.
Tonight I have used the website to rearrange delivery for tomorrow. As I am unable to specify a time and I will be at work, I am very likely to miss this delivery again. Normally I’d be happy to collect, but after such appalling service I am happy for hdnl to drive the 20 mile round trip from their depot to my house as many times as they like until I am eventually at home to receive the parcel.
To add further to my frustration, it has been virtually impossible to find your contact details. The card doesn’t give any indication of real contact details, just the automated service and the automated website. I can’t see anything on your website relating to complaints either, so am sending to this address in the hope that someone will take the initiative to resolve the situation for me.
I hope you will appreciate that this is a lot of fuss to receive a relatively inexpensive order, an order that I have paid a delivery fee on, might I add.
I look forward to hearing from you,
I am disgusted with this bunch – have a green card with a postal reference which, on the Track and Trace Service, is not found. So my parcel, a painting for which I have paid quite a lot of money, is essentially lost.
Call centre response – it’s the sender’s fault, he might have put the wrong postcode or address on… Duuhh! Then how then hell did the driver get to my door??
No responsibility – no parcel – no supervisor, no manager – no number – a pathetic 30 words for feedback – no complaints phone number.
Mr Daz – how do I actually get someone to speak to about this?? Is there a number for head office?
What really annoys me is the amount of complete toss about unrivalled customer service, a new way of thinking, etc etc.. It takes more than a bit of shiny new green paint to make a delivery service…
Grrrr!
“Can do attitude”? What a laugh! Waited in all day today for a delivery, only to find a card shoved on to the outside of my porch window. Driver hadn’t even bothered opening the porch door and knocking. Spent one and a half hours calling 0845/0844 numbers from my mobile which is very expensive, to be told I can collect the parcel from the depot between 6 and 7 or have it redelivered on Thursday, but neither at the depot (Hackbridge) nor on the customer services number could I speak to a supervisor. I cannot imagine why the driver cannot deliver my parcel at the end of the day before returning to the depot (17 minutes drive away) when he’s made his last delivery by 5.30, or why it was beyond him to actually knock on my front door. I NEED my parcel today and I need compensation for the hour and a half of phone calls I have made to resolve this. I wonder why I should have to go to even more expense as a result of your inept driver. Very very angry. I also discovered that this driver forgot to leave the card at 1 when he first passed by and called back later with it – he didn’t knock on that ocassion either. The call centre bod let it slip the driver knocked on my porch door. Absolute loser. 30 words for feedback on their website. An absolute disgrace. Had I known this was HDNL I would never have bought from the online retailer. Sort it.
HDNL are a bunch of morons…. they don’t leave cards to say they’ve attempted delivery, or even to say they’ve left your parcel with “neighbours” who live half way down the street.
Instead your expected to chase them up time and time again until you find out that actually the people you’re talking to have no idea – some telling you the parcel will be redelivered another day and some saying its already been signed for.
I was appauled and dismayed to hear they’ve taken over DHL domestic… had a parcel delivered through DHL as a trustworthy brand only to find out that its actuall HDNL… I’m not holding my breath that I’ll see that parcel ever.
Yes, you should arrange deliveries for when you are likely to be in – but it would be nice if the “couriers” rang the door bell. Apparently my item has been out for delivery for tha pst 3 working days, so I’ve made sure I am in to receive it… only to wait around all day. Checking the “tracking” I get told its returned to the depot… oh great.
Do you really think a driver would get to someones property…walk to the door and write out a card but not knock the door to get it delivered ?
Also about delivering on wrong days…parcels come in everyday/night and go out straight away…its very rarely HDNL/Yodel fault if they are late/ early…senders just send them into the system and create problems. Biggest thing buyers can do is supply a pnone number that you can be reached on and leave the phone on !! You should try finding an address of a house in a village with only a house name…annoying
About the weather we had (yawn) how many people failed to get to work ? Imagine the fun driving till 6 in the evening was then. The snow was still thick on xmas day. Driving all day slowly…then walking on thick snow and ice up steps..carrying boxes of different sizes…honestly, the people who criticise the drivers are way off the mark….the company yeh I agree, but not the drivers. Remember, they deliver the same area all week…so if they dont deliver Monday…it`ll be on the van Friday…not delivering serves no purpose at all…plz remember that when slagging them off
The ‘customer service’ I have received today from Yodel is of an astonishingly poor quality – they make BT look like John Lewis.
They attempted to delivery to my house whilst I was out and left a card to tell me they had been. This card has three options:
1) To wait until the next working day and collect from the depot
2) Book a redelivery on line
3) Phone their CS department to rebook a delivery
I chose option 1 to speed up the process and drove a 30 mile round trip to collect my parcel (I could not guarantee being at home for a redelivery)
Once there the ‘customer service’ reception at their Loughborough branch is a bit like a small prison cell. There is a bell button and a big sign saying to press only once as they will hear you but not attend straight away – doesn’t bode well really.
After 10 minutes waiting and, resisting the urge to press the bell again, an employee finally opened the hatchway. Behind this hatchway is an area full of damaged parcels – again doesn’t bode well really.
I gave the employee my delivery ticket. She looked at the date and said that I shouldn’t have came as they ‘automatically try to redeliver 2 or 3 times’. I said that I was only following the instructions on the ticket. She said ‘yeah, this happens a lot, the driver should have written on it that he would redeliver’.
She went off to check if the parcels were by chance in the depot and I proceeded to wait for another 5 minutes or so. She returned empty handed and tells me that ‘I had only just missed the driver, he’s only just gone out, I have tried to phone him but he won’t answer his phone’. I said that there will be no one home and that I had made a special journey to come and collect it. She said ‘ she can’t help that’ and that ‘the parcel will come back here and you can collect it again tomorrow’. I said that wasn’t good enough but received a curt ‘i can’t do anything about that’.
I suggested they redelivered to a different address that someone would be at and that was agreeable – although I await to see if it turns up and in what state given its extra journeys………..
In short:
- Their redelivery ticket means nothing
- They do not care that they have made errors and seem to think its somehow your fault
-They will not help you put a problem right
- Their CS stinks and you as the customer are merely an inconvenience
I am going to go back to the mail order company that use them with my feedback.
I have a contact number for My Yodel (for now), you can get the lovely and always (in my experience) contact staff on 0871 977 0800. Shame the drivers aren’t as good as the call centre staff.
YODEL – absolute rubbish company!!
Just had dealings with them in the past two weeks. They said I had signed for and received my Laptop from Dixon’s, strange then 3 days later following numerous calls and emails the parcel turned up on the doorstep ripped open and left in the rain. Dixon’s are investigating.
Been out for the day and just come home to find a large box sitting on my door step with a Yodel not though the letter box proudly telling me its been left in a safe place – bit of rain or a less than honest visitor and it would have been gone !!!! service like this one can do without.
Yodel/HDNL are obviously not doing well to escape the bad press.
Long story short, My wife and I ordered a new pram from Mothercare. We had a delivery date set for 31st May. I booked the day off work especially. I had also done an application online for a tesco credit card.
A letter arrived on 26th may from Mothercare saying that Yodel will deliver our parcel between 8am and 8pm anytime on 31st May. We were a bit annoyed as we had specifically said morning delivery. On saturday 28th May we decided to go out for the day only to come back to a calling card from HDNL. Ok, it must have been the card from Tesco needed a signature. Unaware that Yodel and HDNL were the same company (didn’t find out till I stumbled on this website so Thank you) we waited half a day for the delivery. I decided to visit yodels website to have a look at what was going on and then realised that the saturday delivery was in fact the Pram. ARGHHH!
I asked the lady at the Depot why it was sent sat and not tuesday? her reply, Mothercare sent the package early for despatch and they don’t have the facility to hold back items and send out immediately, Funny that, they managed to “Hold it back” for me to collect! Abismall!
To add insult to injury, the Tesco card was delivered and waiting for me when I got back! Sods Law!
My husband and I ordered a set of sofas. WE were told they would be with us 23/04/0211 between 7.15am and 10.15am. By 11.15 my husband had to leave for work so he phoned Yodel to find where they were. They decided they couldn’t find our property so instead of calling us they just went back to Blackpool. So we cancelled that order as we were of on holiday and re ordered when we got back. I had 2 sofas delivered on 23/05/2011 one was a 2 seater and one was a 3 seater. They got the 2 seater in my house but the 3 seater would not fit. They left it outside my flat for a week before collecting to take back because they couldn’t be bothered to carry it back down the stairs to the van.
My husband also ordered a top and i received a text T 11.30AM saying it would be delivered between 1.15pm and 4.15pm THAT DAY. I was already out!!! I made it home by 3.30PM and noting had been left. By 4.15pm nothing still had been left so I took that as they were not coming. At 5.25 I heard my letterbox make a noise so I went out to find a “While you were out” card yet I had been home!!! no attempt to knock on my door or ring me bell.
Not impressed with this company at all.
Shambolic !
Company processes that don’t work, Operators who break the rules, websites that don’t tie in with their documentation, calling cards and allow you to inadvertently break “company policy”, almost impossible to navigate the company and get satisfaction – I won’t go on.
Just try to ensure when you order goods, to specifiy you want another carrier – if the likes of Amazon get enough complaints, they will exert the pressure to fix the problems or move their business elsewhere.
Finally write to the general manager and ask for your money back after hanging on the phone at 10p per minute – especially when it’s their screw-up.
The company aim is to become as popular as Google – clearly high aspirations not matched by a capacity to be realised.
I’ve been waiting 2 weeks for Yodel to deliver a parcel from the other side of the city. I even gave them a detailed alternative address to deliver to as they could not deliver to my home. The alternative address is where I work. It’s a hospital so you’d think it would be easy to find, but no I’m still waiting. No-one responds to the e-mails and seldom can I get anyone to answer the phone.
I spoke to someone this moring who appeared to be trying to do 2 jobs at once and she told me ‘I don’t work here I just volunteered to help out’. Dear God! The impression is: no staff training, no staff, high staff turnover, low staff morale or no staff morale and management totally abandoned the situation. Abandon all hope of receiving your parcel.
Yodel- what a joke delivery service- parcel attempted to be delivered – no one in so left a leaflet saying that parcel was at the delivery centre- please leave 2 days before fetching it. I leave it 2 days, go up there- an hour and 20 min round trip, get there to be told that the driver still has the parcel- I mean do I enjoy wasting my own time?!!!? Still havn’t received the parcel- PLease avoid Yodel what a bunch of wasters!!
Two days I have waited in for my delivery from NoDel
The first day, the update on the tracking said “Card Left”. Yeah, right!
Today, no delivery, just waiting for the update on the tracking… probably, another magical card was left (only visible to the staff of NoDel).
To those that blame door-bell batteries, the door be is mains fed, and even in the event that the bell was fault, our dog goes ballistic when someone knocks.
The obvious excuse is “we did leave a card”, yeah, and perhaps the dog ate it.
To cover your arses, NoDel, perhaps if you took a digital photo of the front of the property to prove at least you came by, then that would be a start.
Oh, and don’t get clever and try and butcher a Google StreetView picture to attempt the above!!
P M….everytime a card is left a digital photo is taken !!
[...] new technology on the market, obviously not! Alas if in doubt about the poor service you provide, rebrand to something else, in this case HDNL now trade as Yodel perhaps in the hope people will not realise [...]
Also a dissatisfied customer – trying (in vain) to return a Kindle to Amazon through their designated courier Yodel. Would have chosen differently if were them. Have never come across such an incompetent company, and one which has no interest in improving their standards. Have experienced such a catalogue of incompetencies that have got to the stage of laughing out loud when something new happens and shaking my head in disbelief! All I can say is thank God I can buy books wirelessly from Amazon.
Here is a copy of something I posted on e-customer-satisfaction.com about this excuse for a company.
I agree 100% with the other reviews on this site about this sham of a company. Just check here is you have any doubts.
http://www.mrdaz.com/hdnl-rebrands-to-yodel-to-escape-bad-online-press/
I ordered an upgrade phone from O2; the phone was sent & was out for delivery on 11/7/2011.
Great I thought, as my mum & uncle were visiting so someone would be in all day to take delivery. WRONG Yodel are great at putting cards through doors, but when it comes to pushing a door bell forget it.
Royal Mail does not seem to have this problem with their deliveries, as they were waiting for me when I got home from work that day & the day after.
I would have gone to the depot to pick it up myself, but since the said depot was 34 miles away in Lichfield that would make a 68 mile round trip of about 2-2:30 hours dependant on traffic.
So I phoned up & got through straight away & arranged for a redelivery the next day 12/7/2011.
Guess what, the same again, a card through the door informing me that they tried to deliver. So this time I arranged delivery for 15/7/2011 as my mum & uncle would be there in the morning & I would be in from 12:15pm.
I even spoke to O2 customer support to report what a sham Yodel are & I was assured by O2 that they would deliver on 15/7/2011 & they will contact them to make sure it was delivered. I also informed O2 that if it was not delivered on the 15/7/2011 that I my contract would be cancelled along with my 3 business contract accounts also & I would go with Orange.
So here I am finish work early, get home no phone or card. No problem I can do some work from home & can see if anyone come to deliver anything.
14:00 nothing so I checked the website & it is still out for delivery.
15:00 same again, nothing so I checked the website & it is still out for delivery.
16:00 same again, nothing so I checked the website & it is still out for delivery.
16:10 I filled out a customer service web form on the O2 website to inform them that if this phone is not delivered by17:30 I would refuse delivery & cancel the contract.
17:30 No phone.
17:35 I went on the Orange website, had a new phone ordered & confirmed I can collect it on the 20/7/2011 from the Orange shop 3 mile from my place of work in. All that in less than 15 minutes.
I have now informed O2 that I will be cancelling all contracts & I will not have any dealings with them whilst they use this delivery company. I have also written a formal letter of complaint to Ronan Dunne the Chief Executive of O2 informing him of the issue I have had & damage that could be caused to the reputation of O2 by this inept company. I have also provided him with links to the various websites regarding the issues people are having with Yodel.
One more thing, I now email the customer services of any company I & ask what delivery provider they use. If I get a reply stating ay of the following: Home Delivery Network Limited (HDNL, DHL Domestic, DHL Express, Parcelpoint, Yodel). I inform them that I was going to place an order but because they are using a joke of a delivery service will take my custom elsewhere. I also will provide them with links to the amount of complaints so they can see how much business they may be losing if they stay with them.
Incredible how so many people can have the same feedback about drivers not ringing the doorbell, or knocking etc….
I have spoken to some rude and unhelpful people in my time but Yodel have out done them all!
My eyes are bleeding with rage! I was told last Thursday that my parcel would be with me on Friday – they even said between 12-1 which I though was pushing it.
Obviously the parcel wasn’t delivered and this was due to it being taken for a random “security check” where someone opens my parcel to see what is inside – I was under the impression that this was only allowed by certain bodies…Yodel not being one of them!!??
When I complained I was told “…….yes, but did they actually say the word “guarantee” when they said the parcel would be with you on Friday…..”. FFS! so when they give a day for delivery it is more stab in the dark than fact!
If only i’d won that £161m i’d buy them and sack the lot of them…..obviously I wouldn’t tell them what was happening I’d write to them but not deliver it!
They did it yesterday. A hugely important parcel to be collected (important because they simply failed to collect on Friday for no good reason). The driver came to the door and I thought it was the postman as he stuffed an I Called card through the letterbox and left.
I was here, listening to the whole thing, stunned that he hadn’t even bothered to knock.
And worst still, I’ve never known a company – EVER – lose so many of my parcels. Last week, they claimed a parcel wasn’t even collected, and as they didn’t leave a card (I’m not always here to oversee) they’re saying it’s my responsibility, yet the tracking information is full of conflicting information, which says, to me, that they’ve clearly got my parcel, they’ve just screwed up, yet again.
Check it out: http://www.interparcel.com/tracking.php?action=dotrack&trackno=914816234733
Absolutely abysmal service. My company has to change couriers as we simply cannot trade like this with parcels not being collected and when they do, being lost just about every month!
I’ve had the misfortune to have two parcels not delivered by both HDNL and Yodel over the past fortnight.
At the start of the month, I ordered some clothes from Uniqlo. HDNL allegedly “delivered” the package to an unknown address on 8 July, but recorded it as having been signed for by me at my address. The problem with this is, I wasn’t in the house when they say the parcel was delivered, and the signature isn’t mine. The person’s name clearly isn’t mine. The driver didn’t leave a card at my house to say where he’d left the parcel. So I have no idea where it is.
Uniqlo have been very helpful in trying to resolve the issue. I have been round my neighbours to ask if any of them signed for the parcel two weeks ago. None of them did, and none of them recognise the name that was used to sign for my parcel. Even if one of them had signed for it, my neighbours are good – they would have brought the parcel round by now.
I rang Home Delivery Network to ask whether they have a record of the address where the parcel was left on their system. They don’t. They’ve taken my number and they’ll ask the depot to interview the driver about where he left the parcel. Trouble is, it’s two weeks ago. I don’t hold out much hope for him remembering an address from two weeks ago.
This is my second bad experience with HDNL. Last year, they “delivered” some clothing I had bought online from Dorothy Perkins by throwing the half-open package across my wall into the back garden. When I contacted them to complain, I didn’t even receive an acknowledgement, let alone an explanation or apology.
Meanwhile, I ordered some books from the Guardian Bookshop last week, for the sake of a few quid off. Yodel apparently tried to deliver them last Friday. A photocopied piece of paper was left in place of a card saying the driver would try to deliver again the following day. There was a mobile number which I rang, expecting to speak to the driver to sort out the redelivery. It went straight to voicemail and I was told that the mailbox was full. So I rang the 0844 number on the card, but by now it was after 6 p.m., so I didn’t get anywhere.
No delivery was made the next day, or the day after, or the following Monday, so on Tuesday I rang the mobile number again – straight to voicemail again, mailbox full. I rang the 0844 number and went through the automated process to arrange a redelivery for today. When I got home, there was a second card to tell me that the parcel had been sent back to the depot. I rang the 0844 number again and tried the automated tracking option. I was told to track my parcel on the DHL website. I tried, but the tracking number didn’t work. There was no Yodel web address on the card, so I Googled them and managed to track the parcel. The driver had reported that he had tried to deliver on Monday and had left a card, but there was no card waiting when I got home on Monday.
I found a number on the website which would put me through to a human. A recorded voice told me my call would be answered within 3 minutes. 15 minutes later, I finally spoke to someone as charmless as she was unhelpful. She said I could rearrange the delivery for Thursday. I asked if it could be delivered after 5 as that was the earliest I could be home from work. She said no, because the drivers only work until 5.30. The alternative was to collect the parcel from the Service Centre. I asked where this was, because the online tracker said Manchester while the card said Warrington. I was told that the Manchester Service Centre is in Warrington. It closes at 6. I wouldn’t be able to get there after work in time, so she said that the only thing I could do was have the parcel returned to the Guardian Bookshop and then I would have to contact them to arrange a delivery to an alternative address or pay for an upgrade to the Saturday delivery service. She couldn’t take an alternative address from me there and then.
I’ve contacted the Guardian Bookshop to let them know that the parcel is going back to them, and why, and to ask that, when they get the parcel back, they deliver it to me by a different courier, or to my work address.
I seriously doubt that they’ll get the parcel back, based on my experience so far. Getting a few quid off some books hasn’t been worth it at all.
This delivery company Yodel are an absolutely disgrace we have been waiting in for 5 days for a delivery which as never arrived on checking tracking it says customer refused to sign which is a blatant lie as no one has tried to deliver.After making a premium number phone call i have received an email stating it as all ready been delivered. I will never order from Amazon again whilst they are using this dreadful company
after making a po
Had I known that the company I ordered from were using HDN I wouldn’t have bought from them. This company is really woefully weak when it comes to customer service. Paid for next day delivery. Follow link to tracking website, discover that the package got to the Yodel depot nearest me (30 minute walk/8 minute drive) at 03.49. Stay in all day to receive delivery. Nothing. Call Yodel. Get a pleasant, but clearly inexperienced/poorly trained chap who fumbled his way through reasons and excuses for why I didn’t get my package. “It’s showing as not with the driver, although it could be and system isn’t updated’ amongst others.
A friend who ordered from the same company as me is experiencing exactly the same problem with Yodel. Something is seriously wrong with this outfit.
Just to add my 2 euros – supposed to have a mobile phone delivered on Thursday, someone was in all day and no delivery even though their website says “no-one to accept delivery – card left”.
Spoke to someone who promised delivery on Friday – nothing…..apparently the driver had “a car crash”!
Was told it’ll “probably” be delivered on Monday.
Funny story I hate HDNL, I was waiting for a delivery yesturday (router) and there was no show… I thought jokingly “they probally used hdnl”
Then today a Yodel guy turns up (never heard of it) and I notice its the same guy who normally delivers for HDNL, busted XD
Now I know Yodel sucks.
I have been messed about by YODEL for 3 days now, every time I call the office they make some bull shit up about the van crashing/breaking down, driver had a stroke the list goes on.
The Manager called me today and fobbed me off with more excuses.
The funny thing is I have two orders with them from different companies and both orders have been delivered on the wrong dates and was even told they tried to deliver and no one was home but I was in all day.
Next time I but something I’ll be making sure they don’t use YODEL because they are a bunch or armature CUNTS!
Contacts details for Jonathan Smith who is CEO at YODEL
Not sure which one works but I have not had a delivery failure so im assuming its delivered!
Jonathan.Smith@yodel.com
JonathanSmith@yodel.com
JSmith@yodel.com
J.Smith@yodel.com
I think everyone should bombard this twat will all the complaints and maybe he will realise they a shit and actually sort it out!
I keep getting the runaround from these idiots – each person I talk to gives me different information, and each time I ask, it would appear that their supervisor is ‘unavailable’. I suppose he must be busy, the poor love!
Thanks for the addresses – let the spam begin!
I fear the unfortunate Jonathan Smith may have changed his email address – all of the above have been bounced back. So far, it’s a “delivery has been delayed” message, but I expect the “unknown address” message anytime soon.
Jonathan Smith has now changed his email!
My first emails delivered OK because I got the return receipt to confirm this.
He didn’t bother replying to me and still no one has bothered to call me back so I have cancelled my order with the supplier and now they can deal with trying to get the parcel back!
Full refund received, thank god!
I’m now on my 3rd day off work as they failed to deliver again yesterday. I went online to rearrange for today which was all ok. Not happy I need more time off but needs must. Saw a hie van pull up outside with a driver wearing a Yodel uniform. He went next door, I asked if it was for me and he said no. I then politely asked if he had a parcel for me. Nope! That was it. I then tried to speak to an actual person after ringing Yodels 08 number. Eventually managed to get through to a human being only to be told the redelivery date hadn’t been set. I couldn’t believe it. The online system said that it had been arranged for today. At this point I lost my temper when he asked what would I like to do. My reply was for them to just f***ing deliver my parcel I have been waiting 8 days for. He replied he can send it tomorrow. And I asked if it could be early as they have caused so much inconvenience. He replied it would be anytime tomorrow between 7am and 7pm.
I have complained to Amazon UK who I purchased the goods from and their response has been hopeless too. I am now an ex Amazon customer all the while they continue to use HDNL/Yodel.
It would be great if there were a list of retailers that use them so I can avoid purchasing anything from them just so I don’t have to deal with this awful company.
Sorry for going on but I am rarely so annoyed by such poor service. I have also contacted BBC Watchdog about the poor service.
I’m so glad I stumbled across this complaints section for Yodel. They are, in my humble opinion, the most MORONIC delivery service on the planet (nobody could be worse). Useless morons. Had my phone upgraded by carphone warehouse, put in my tracking number on the day it was supposed to deliver got a rather curious ‘customer refused to sign’ strange as I was at work during attempted delivery and nowhere near the parcel. Left no calling card AT ALL. No attempt to contact me as a customer either. Next day it said: ‘possible delay as problem with address’. Umm… excuse me!?? And why not contact me or carphone warehouse if so??? Sent complaint via their only available method (online email form) and lo and behold – 4 days later, no response. THEN they send the phone back to sender, without even getting permission from carphone. Morons with a capital M. This company should get it’s act together or be closed down by the watchdog. Comletely unacceptable level of so-called ‘service’. Disgraceful.
Yodel or is it NODEL, checked tracking system incomplete address, consignee can not be reached and so on. spoke to customer services chap on the end of the phone was a waste of time gave him 2 contact phone numbers and he assured me parcel would be delivered on monday. monday came and wen’t nothing came, manged to get hold of the depot witch was WREXHAM spoke to driver he said he had been to the address but couldn’t see the house name so he wouldn’t deliver. I asked him had he got my phone numbers he said yes. well why didn’t you ring them cause i fort no one was in he said . but i will ring you tomorrow thou he said, we will weight in for the 4th day and see, I will never use Nodel nor will i buy from companys that use them. maybe Watchdog will do a week long program on them because you will not get all Nodel’s cockups in 1 hour.
Unfortunately a parcel was sent via Yodel recently and after spending two weeks trying to get it redelivered I have now had to cancel my order which meant I lost the goods I had purchased. They won’t allow redirections to an alternative address or recalls back to the supplier which I find ridiculous! And they only deliver Mondays to Fridays so basically anyone who works hasn’t a hope in hell of getting their parcel without a world of pain!
I would strongly recommend avoiding Yodel wherever possible!! Not only is their actual service terrible the customer service is even worse!!
I have just had my 1st experience of the delivery firm Yodel.
The driver was fine, but on seeing the 1st of the 6 boxes being off loaded from the van was heavily damaged I opened said box to inspect the contents and as I thought the contents were damaged.
The driver then phoned his office and was told to tell me that I either except all 6 or send all 6 back !
When I spoke with “the boss” he told me I was at fault for opening the box before signing, ” what a lot of rubbish” was my reply as most items that need to be delivered actually state “do not sign any paperwork before inspecting the contents” which he also stated that I was again in the wrong.
He said they hadn’t damaged anything, when I asked him how was he too know what could happen in transit he insisted that his drivers couldn’t damage any goods, is this bloke living on another planet !
I for one will not be using Yodel again, that’s the way to let them know you are dissatisfied with them and when all their custom goes elsewhere maybe they’ll take note.
HOW TO NOT PAY MORE THAN YOU NEED TO TO SPEAK TO A HUMAN AT YODEL:
I phoned that stupid 0844 number and waited over 18 minutes to be told that “All our advisers are busy with customers, your call will be answered shortly.” Well, I could HEAR the lazy staff members TRYING and failing to be quiet, there were staff there not on the phone, they just want to waste your money. Eventually the answered the phone just so they could not utter a word and put the phone down, just as they had done to my sister.
I tried again but to no avail. Finally, I figured out if press 3 INSTEAD of 4 (3 is meant to leave feedback not for enquiries but stuff the greedy lazy slobs, anything that gives them less in the kitty for their expensive donuts is good), you get through to an advisor almost straight away.
They hadn’t even bothered to try delivering my parcel after the first time, despite what it says on the card. 3 attempts to get them to redliver and still nothing.
Offering a little balance…
I’ve had quite a number of orders completely screwed up, the worst of which was for a reasonably sizeable amount of computer components. The day of delivery I’m in all day listening and discover a card, no bell or knock (knock is for when the bell doesn’t work or doesn’t provide the courier with audible feedback that the bell sounded, which is was doing so fine) I re-order delivery, next day, nothing. I check website and it says they carded it, but I had no card this time. Ring and get told delivery following day.
Following day again nothing and ‘carded’ on website, I phone them and get bumped around the company to some place where the guy has no real idea of what’s happening or clout to get anything done. I finally get told that actually it shouldn’t have been marked as carded, because….
They LOST the parcel. But don’t worry, they found it 2 hours after the van was packed for the day. So it will be delivered again, but after the weekend. I request Saturday delivery as they should rectify their persistent mistakes and poor service. But alas, this isn’t company policy!
At the end of Monday, still having not been delivered and nobody contacting me, I phone the depo and get told item has been returned two days ago to sender – WTF!!!
Fortunately the sender was really sympathetic (must have had other complaints) and got the order turned around quickly. I finally got the order 1 week after placing a 24hr request. The company changed courier a couple of months later.
The punch line is that it was City Link. I’m pretty sure it’s just down to bad drivers with a range of scams for nicking stuff they like the look of, keeping stuff ‘hidden’ hoping it’ll drop through the system, missing out drops due to buzy/lazy and maybe just for kicks, who knows. The real problem is the drivers being the weakest link in the business from a QA perspective, with little management oversight it’s down to them to… deliver.
having tracked a parcel its been loaded into the van from the fina hub depot and back out 3 times! what on earth is going on? this was over a saturday and sunday. i’m not sure how the drivers get paid. i can understand the ones on a price per parcel delivered banging my door down but for those on an hourly rate you have no moral obligation to knock the door hard enough or as I suspect even bother getting out of the van!
you could load up and only bother delivering half the parcels that day, you still get your wages. I actually reckon there is a chabce that its not wholly the drivers. What if I wanted to just collect parcels and delivery just enough to get by on with the rest being picked up by customers in person? that would save me and my company a lot of fuel and time wouldnt it?
why the 24hr notice if according to the tracking the parcel is sat at the depot. I just rock up with my ID.
when you stay in all day listening out for the door bell and never receive a calling card or knock at the door how the hell can they say theyve tried to deliver? some of these drivers must be 5 stone weaklings who couldnt give a door a good hard knock if their lives depended on it.
about time courier companies came under the scrunity of BBC watchdog.
Well I cant complain about my delivery as it was received, howver the van driver smashing my gates and digging up my garden was disgusting. Thank goodness for CCTV!
Of course Yodel are not bothered, so I have posted my footage on YouTube…
http://www.youtube.com/watch?v=DpWpzIsvdmg
…enjoy.
This service is AWFUL!
I paid extra money to have my parcel delivered on a specific date. It didn’t turn up, tracking simply said “Consignee cannot be reached” at 16:40 (nearly a whole hour before the drivers “finishing time” despite it previously saying it was “Out for delivery” at 09:44 and the depot is a 15 minute drive away so unsure how they could say a whole hour before that I was unreachable. No explanation or details whatsoever.
The person “delivering” cannot have even attempted to come to my property as I was in all day, no card was left plus the package was small so could be posted through the letterbox.
When I telephoned the goods company that my package had come from the following morning they refunded the special delivery charge (despite it being the fault of the courier company (HDNL/Yodel).
I tried ringing the “Yodel” company on an 0844 number, who were no help whatsoever and rather rude – even hanging up on me without speaking the first time. No explanation was offered just that the driver might have got lost/broken down/couldn’t find where I lived (after I insisted I had been in all day and the parcel was small enough to be posted).
When I asked why they hadn’t informed me by telephone of a problem they said “we don’t do that” and also “I can’t help you much, I’m in a call center in Manchester”.
I called again (3rd time) and asked for a number for the Eastleigh depot but was told it wasn’t allowed. The girl I spoke to said someone would ring me but they haven’t.
Both times I could hear the call center staff members chatting to each other and laughing loudly in the background – something that I think signals not a lot of “work” is going on, but then this seems to be the overall lazy attitude of the company.
I tried emailing “Yodel” directly but got no response.
The complaints box on the website has a 200 character limit which is useless. When I tried to cut my complaint down to 200 characters it STILL wouldn’t allow me to send.
I still don’t have my parcel.
Yodel are an absolute joke. Received a card through my letter box with no name or information marked on it other than a parcel number. I don’t know if this is for me, my partner, my next door neighbour! Parcel number not recognised online or by phone. Automated phone service has cut me off x 4 when transferring to local service centre. Impossible to speak to anyone who has a clue what’s going on. I don’t know where the parcel is, if it’s for me or if it will ever be delivered. Total sham.
Disgusting service. I am an Open University student, and the OU use Yodel as their courier. I have been trying to get some educational material returned for weeks, so that I am able to register for my next course (cannot register while I have the material as it counts as an “outstanding balance”).
I arranged a collection last week – no one came. I called on Tuesday to find out why, and rearrange, and my reference number could not be found on the system. After being hung up on twice (when asking to speak to a manager I was put on hold and cut off), I managed to rearrange the delivery for Wednesday. Again, no one turned up.
Called this morning to find out why, and discovered that they had entered the address wrong, and tried a house down the street instead of mine. I asked to speak to a manager and was (AGAIN!) hung up on.Called back and managed to get it rearranged and be picked up same day, got a reference number etc, and when I asked to get put through to customer care I got hung up on.
Tried to call back again, now furious, and when I spoke to the guy on the phone he couldn’t find the reference number I’d just been given – meaning my equipment wasn’t being picked up same day after all!!!I’ve now rearranged delivery for tomorrow, but I don’t know if they will come. Asked the guy on the phone to speak to his team leader, he put me on hold and hung up on me again!!!I’m now in the process of trying to get a hold of their head office, but no luck so far.
If anyone has a head office phone number, it would be appreciated. Horrible, atrocious company. Never use them.
That is brilliant; I’ll post this on the front page tomorrow
I’ve had numerous problems with YODEL, also when branded as Home Delivery Network.
I understand there can be problems with such a big organisation, but every time they’ve found my house to leave a delivery note and I’ve arranged for redelivery, they’ve failed to come back. EVERY TIME. The depot is miles away, and I don’t see why I should take three hours out of my day, and a fiver’s worth of petrol to pick up something they failed to deliver through ineptitude. I’ve lost may a days’ holiday waiting in vain.
The web site’s bad enough, only allowing 200 characters for your complaint and I’ve yet to have them ring back.
I wrote to Yodel to complain about poor customer service etc etc and never received an acknowledgement let alone an explanation. I tried to find their head office address, to no avail. My parcel was returned to the supplier – they re-sent it using Royal Mail – and said they had tried 9 times to deliver it. What absolute tosh and what a shower!
I have just found out about Yodel; unlucky for me. First of all I was unable to get through to them on the automated phoneline as they didnt leave my Yodel parcel number, eventually got through buy going via the different call options until I stumbled across a human. He kindly informed me that my parcel had been left with a ‘T. Cameron’ but was unable to tell me which address T. Camerson lives at. Brilliant!
If anyone knows a T. Cameron in the greater Glasgow area could you please ask if he, or she, has my new boots?
“Missing bike”
I ordered a Koga Miyata bike from a reputable supplier in The Netherlands. It was posted on the 3rd September. I expected delivery on the 8th, and sure enough according to TNT Post NL tracking system the bike had been delivered.
I excitedly rushed home after work to find that neither was there a bike, nor was there a calling card.
I got on to my supplier who told me that Yodel were the company in the UK that dealt with delivery. Unfortunately I couldn’t chase them, as I wasn’t supplied with a calling card. I didn’t have the tracking number.
A week went by, with me contacting the supplier of the bike, TNT Post in the UK. Between us, we managed to ascertain that The Home Delivery Network were in charge of delivery. I contacted them, not realising that they had changed their name to Yodel. Obviously they had no record of the delivery.
Fast forward to Monday 19th Sept. After much to-ing and fro-ing between myself, the supplier and TNT Post, we finally get a Tracking number for Yodel in the UK. Armed with this number I give them a call.
I am confronted by a really rude customer services adviser at Yodel who I tell the whole sorry story to. She then tells me that my parcel has been delivered to an address 2 doors down from me. I question the sense in them doing this, as I don’t know those neighbours, I also never got a calling card. She told me to contact the supplier. I then told her that my neighbours had not popped the package round to me. She said it wasn’t their responsibility. Not convinced, I went on to say that if the package had not been delivered to me, then they were liable for the value of the package. She said not so. It’s the supplier who is liable.
I then asked to speak to her supervisor. She told me that the supervisor would say the same thing as she just told me. I insisted. She then told me no supervisor was available. I asked her to put me through. She swore at me, then put me on hold. For over an hour before the phone cut off.
I came home from work and checked with my neighbour 2 doors down. A middle aged couple, with BMW and Mercedes parked in their drive. Not the sort of people to steal a rusty second hand bike. Lo and behold, they hadn’t taken delivery.
Livid I return home and call them again. After being kept on hold for half an hour (not a good sign) I tell them that the package has not been delivered to the neighbours. They insist it has and I’ll need to talk to my supplier. I then ask to speak to a manager. Again get told that the manager will say the same thing. I insist. I am put through to Craig – The night manager.
He tells me that according to their records, the package was delivered to my neighbours. I say that it hadn’t, and that I hadn’t received a calling card (and that I’d wasted 10 days chasing my parcel due to this error) – He tells me that the driver had been reprimanded. I then ask for the name of the person who signed for the package. The driver hadn’t taken it, just a signature. I then say that in that case Yodel are liable for the value of the bike. Craig then goes on to say that the driver has been reprimanded twice about his mistakes (and that he’s sorry) – I reiterate that Yodel are liable for the value of the undelivered bike. Craig then tells me that as part of their terms and conditions they are within their rights to leave the package with a neighbour and that I should contact the supplier. I suggest that it is not the supplier that is liable and I ask him for the proof of delivery documentation. He tells me that only the supplier can request this, via TNT Post in the Netherlands.
We to-and-fro for a while, all the time asking what has happened to the package. All Craig can tell me is that it has been delivered to my neighbour. I suggest getting the police involved – to send them to the depot in Mitcham to question the driver. Craig then says he’ll get their security team to look into it.
The upshot of all this is that I have wasted 10 days (only God knows how many more from this point) trying to piece together what has happened to my bike. It seems to have disappeared into the quagmire that is Yodel’s internal processes. There is no end in sight and it has left me incredulous how a company such as Yodel can continue trading with such a poor record. I will be involving both the Police and the press (as I suspect the driver stole the bike)
yodel are the WORST company we have ever had the misfortune of using. They “Misplace” at least 5 parcels a week for us, and at least 50% of saturday deliveries are never even attepmted, and again probaly 30-40% of our weekday parcels are late, and one more recent one that we had go missing we used the online service to request an update on the whereabouts of our parcel, and the response was as follows….
Action By:LOUGHBOROUGH SERVICE CENTRE At:30-Sep-2011 10:33:16
Message:Other: the drivers van got pinched with parcels on it
—————————————————————–
This is an automated email.
Please do not respond to this message.
this is disgusting service, and we will not be using them anymore, if you want your parcel to turn up on time, or at all for that matter, I would strongly suggest using another courier service!
Worse service ever from this company,
I left them with instructions and my phone number, and they never managed to deliver my parcel! they said they couldn’t locate my address, when I work in one of the most visible buildings in the City of London!
I had to re-order a new delivery twice after they kept sending my parcel back to the sender after the first failed attempt of them not being able to locate my building!!!!
absolutely awful,
worse service ever
reading these comments has enlightened me a little, i purchased an item from a well known sports shop and they emailed me to say my order dispatched, i checked the tracking and …oh no its them dreadful DHL again ..i was lost though because it says they past the order to yodel for delivery today before 5pm, its now 3:10pm and im getting more and more doubtful its going to turn up, it was only a few months ago i purchased a hoover that they was delivering and i waited in for 8 days ..each day saying out for delivery..it eventually turned up with the box all taped up in dhl tape and the hoover scratched all over, each day was the same..could not delivery due to weather, it was only freakin rain fgs haha and lucky me its raining again today, internet shopping has its ups but when idiots like these are “delivering ” what you purchase it really puts me off
I had a LOT of problems with HDNL before, so I’m dismayed to hear I’m now dealing with their ineptitude again through Yodel.
I received a card from them last week, and promptly arranged redelivery for Tuesday this week online. I waited in all day Tuesday, sat working at my PC with no sound merely 3m from the front door. No knock, no doorbell ring, no card, no parcel, no attempted redelivery. Had I known they wouldn’t bother, I could’ve done some work elsewhere. A wasted day waiting for a redelivery that didn’t happen.
Then, Wednesday, when I’m out all day, I return home to find, yep, you guessed it, a fresh new Yodel card. So, they don’t try redelivery on the day you arrange, they do it on another random day when you might not even be there. That’s just flipping brilliant.
So, I arranged redelivery (again) for today, Thursday. I’m in all day again, close to the front door, with a working doorbell. Anyone care to place their bets as to whether they’ll actually try and redeliver today, or if they’ll try on another random day instead?
Honestly, what’s the point of me arranging redelivery for certain dates, if they don’t even attempt delivery then and instead try dates I didn’t specify?
Useless, Useless, ohh and more useless – total idiots!!!
Their system said they tried delivering but yet someone was in all day….and their drivers don’t carry mobile phones…something which would take 30 secs to do…”sorry sir, where is your house? ahh, yes, I know where you are…see you in 2 mins” instead…just don’t bother trying. No mobile phones….come on, get with the programme idiots!!!
JD sports…change delivery company otherwise you will lose customers by using these COWBOYS!!!!
A-ha! Yodel = Home Delivery Network. Now it all makes sense.
I shop online almost exclusively – have done for years and years now – so I was surprised to be welcomed by a brand new ‘you weren’t in’ card from a courier company I’d never heard of.
Examining the card (which had no writing on it whatsoever beyond the printed tracking number) I realized that they didn’t offer redelivery at weekends (you know, when I’m actually in the flat), nor delivery to another address (like for instance, where I work), or even have a local depot I can pick it up from… “That’s frustrating” thinks I, “this courier doesn’t meet my needs or indeed those of a lot of online shoppers”… “reminds me of that shitty Home Delivery Network, my #1 least favourite courier by a looong margin, who charge a premium for a service useful to anyone without a stay-at-home partner”.
One Google later and I am enlightened: the useless gits have changed their names in the hope that no-one will notice their crappy service still stinks exactly the same.
The only way round these wankers is by Amazon, their marketplace sellers, etc naming the courier method you will be paying for. I will then know to avoid buying from those sellers, who will then change couriers.
Yodel strikes again , paid for timed delivery (waited in allday thursday) nothing! .
I had also arranged for a parcel to be collected by them on the same day ( they did this ok) , but no delivery of my new laptop , spoke to local office they could not find it ( shows on tracking at depot 04.33 am but thats it) , now they inform me after many phone calls ” Maybe on van and driver has not scanned it?? or home delivery person may have it? but theuy are on holiday?”
what a waste of time !!! never again ! i will be contacting the laptop company for a full refund and advise them that i was going to order some more laptops , but not why they are using yodel ..
My fiancé recently bought £70 worth of equipment to repair his car and we were wondering why it hadn’t turned up – even wondered if the site we’d used was a scam.
Nope, the site was fine. The delivery company however was Yodel!
Apparently it was signed for (funnily enough its the first we’ve heard of it!) at number 51 (we live at 41).
We also happen to know the person at number 51 – they died 10 months ago and no-one has been there since! So what, a ghost opened the door and signed for our package?!
The package will probably turn up on eBay in a few days…
good god, its a parcel 50,000,00 a year we deliver and you cant be at home when parcel comes and its the drivers prob, not the 150 to 200 drops a day, but we only have one and it’s yours, 44 depot closed on the 20/10/11 and a lot of men and women will lose there jobs and homes and all they hold dear just becouse of a web site like this, i work in goole for home delivey network for 6 years and have lost my job, i have kids and a home, and on a web site that says i cant do enought to help, we are good and caring people, just some times dont get it right, same for all big bissiness, im sad to go and if this is any thing people we do care, lee scunthorpe depot (CLOSING SOON)
I can’t remember ever having good service from HDNL/Yodel and have just received a jacket 3 weeks overdue. It seems the main problems lie with the depots/drivers. I don’t think the rest of the company is actually that bad. Although I have just spent 3 weeks and £15 on calls to them.
HDNHLC@vx.myhdnl.co.uk is a good address to point your customer services queries to (also a good way to bypass the character limit on the website contact form). They responded to me promptly and offered a voucher to cover my phone charges due to me needing to call them unnecessarily. I think it just depends on which depot you live closest to. I can say with some confidence that New Cross and Hatfield depots are incompetent.
I work for this company and can really sympathise with a lot of disgruntled people who have experienced issues.
However, I have to mention that there are people that work for this company that actually care. Just like in other companies, we are just let down by people who take short cuts and don’t give a damn about the consequences on customers. For the position I work in, it is so difficult to repair situations and at times you feel helpless at the chaos that occurs around you.
Yodel came about when HDNL acquired DHL Domestic (formerly Securicor Omega), so I knew things we not going to end well.
I normally monitor the emails and am appalled at the amount of complaints, missing parcels and delay queries I have to answer. There is no concept of adhering to standards or addressing poor service/performance. Yodel have made huge staff cut backs, drafted in a host of self employed couriers (without doing background checks) but persist with them as they are cheaper than employing drivers and are continually restructuring the organisation as well as the systems we use.
As a result, we have had IT issues, problems tracking parcels and the customer has suffered. We have lost so many customers in the past year, many of whom had been with Securicor Omega. I am someone that takes pride at what I do and really try my best so seeing this damage unfolding is depressing.
Each employee is pushed to work harder and for less which kills any lingering bits of motivation anyone has. Working for this company for the last year has been demoralising and very frustrating.
Like Lee Stevens (above), I will also very likely lose my job as the company looks to close sites and claw back money. With that decision they will lose a lot of employees with years of experience and many who actually care about what they do.
For me though, it may be a blessing.
[...] Lee Stevens, I will also very likely lose my job as the company looks to close sites and claw back money. With [...]
Yodel – are using HDNL customer service staff based in Liverpool. This telephony centre only offers rude and self richeous staff who can not even complete the most simple of tasks. I’ve recorded all the audio phone conversations and have agents hang up – laugh at the customer – be highly unprofessional not to mention being unable to actually offer any customer service at all. In a reply to my complaint they sent the letter to the wrong address they were actually remarking about in the reply.
I reported this behaviour to corporate level and it’s obvious this attitude is only cemented by higher managements attitudes and is filtering right down to the customer through the telephony centre.
I’ve 20yrs managment experience and managed telephony – sales – marketing teams with 500+ staff and tried to offer my feedback but instead was ignored and my business refused.
I would not recommend their service as they loose parcels can’t deliver even with direct instructions – they lie and deceive customers and have physical proof of this.
I was going to use their services with over 1M packages a year to deliver through the network but could not afford to loose my customers because of their inability to even be professional from customer services and when reported to their head of corporate sales he denied any problems after ringing me on a Saturday morning to give me a piece of his mind after reading my complaint. A COMPLETE UNPROFESSIONAL that shouldn’t even be allowed to manage a shopping list never mind a national sales force.
DONT EVER USE THIS SERVCE – you will be sorry if you do. I’m forwarding a direct complaint to their CEO to offer the audio recordings – maybe they’ll accept their failures from the top if staff try to hide their complete incapacity to be professional or take feedback as it’s offered.
I have had 2 major run-ins so far with ‘HDNL’ and more recently ‘Yodel’!
The first, as HDNL, the courier for some reason decided to throw my brand new Bosch Router over my 6ft gate rather than knock on the door, as I was in waiting for delivery! This only just missed smashing the rear windscreen of my Toyota, im also glad that I decided not to let my dog out the back that morning!
The second last week, as ‘Yodel’, the exact same courier/driver delivered a guitar I purchased on ebay (immaculate condition) until I received it!
Upon opening what I believed to be more than acceptable packaging, I found that my delivery had in fact been thrown around in transit, despite large clear labeling “FRAGILE, PLEASE HANDLE WITH CARE!” the guitar was hanging in pieces!
After fighting this case between the seller and themselves, they offered the seller a so called “good faith gesture” of £25 an no more!
With plenty of time, money and attention I believe it to be fixable, unlike my experience with this so called ‘company’ who can change name time over, but to me they will never be more than a bunch of unprofessional, inconsiderate vandals!
This concerns the farcical delivery saga of a TV from Hughes Direct.
No communication telling us of the initial delivery meant we were unable to be present to receive the item.
At least 3 further deliveries scheduled and notified to us by Hughes failed to materialise, meaning we had to take most of the week ending 25th Nov off work to cover each one in turn.
Finally although we notified you via Hughes that we could not accept delivery anytime this week (comm 28th) before 18:30, it was actually delivered and left with a neighbour before 18:00 on Monday 28th.
The neighbour was unaware that this item was being delivered and only by pure luck was she in and able to take delivery on our behalf. Having only just moved to the house, we do not know her and she would have been fully justified in sending it back.
This was probably the most unsatisfactory delivery by any carrier that we have ever experienced, and in future, if we discover that a retailer uses Yodel, we will pull out of the purchase.
Absolute disgrace
Yodel claim to have delivered to my locked and inaccessible porch, would have been difficult, however since we were out the front of our house at the time putting up the Christmas lights, we can categorically state that no attempt was made to deliver at our house at the time stated. For those who wonder how our porch was locked when we were out the front, simple we rarely use the porch as we have a side door which we use most of the time, porch only gets opened to take deliveries, or occasionally to receive visitors who we don’t know well! Our friends use the side door too. Perhaps someone in the neighbourhood has my delivery sitting in their porch, if so would they kindly bring it round?
We used Yodel for a while, so many of our customers were let down that we switched back to our old courier.
We were told by one customer that a random passerby delivered their parcel after a Yodel driver had handed it to them half way down the street!
Yodel also lost 2 pallets of our parcels, then after we told them we were replacing them and to credit us, they found the missing ones and delivered a second lot! It cost us thousands! Still not concluded.
We had loads of problems calling Yodel, so we called the contact number on their website only to be told they dont deal with Yodel enquiries! And that they are still ‘sort of’ HDNL!! The customer service person at Yodel told us that their switch from HDNL to Yodel was ‘a total disaster and there’s been loads of problems’.
AVOID YODEL AT ALL COSTS! They really don’t care what happens when it all goes wrong, which it regularly does…even if the reps say otherwise…don’t let them smooth talk you…if they offer low prices, consider how much time and money is wasted fixing THEIR problems with each parcel!
The OU sent my course work out via Yodel. It took them 2 weeks to deliver it to me and 6 attempts. The course is only 10 weeks long. Grrrrrr.
I ordered some goods from Pixmania, and they ended up being handled by HDNL/Yodel. 3 delivery attempts, hours wasted standing in the kitchen looking out for them. Countless phone calls. Eventually got the parcels today.
Had another parcel delivered today via Interlink. Their driver found me first time without a problem. How come Royal Mail/Parcel Force/Interlink/City Link can all find me first time without issue, but HDNL/Yodel requires countless phone calls and wasted hours chasing them?
They maybe the cheapest courier service but like everything in life cheap = shit. I wish companies would stop using them.
I’ve been having an absolute disaster with these guys. I ordered a custom picture frame in early December, and it was dispatched out on the 13th. I received a tracking email from Yodel on the 14th, which stated that they’d tried to deliver it that same day (so no chance for me to schedule time off to be there). However, no missed delivery card was left at my building.
Consequently it was returned to the depot, which is fine as I could arrange to be there for redelivery. Anyway, since the 14th, the tracking has basically died, and says it’s “with courier for delivery”.
As it’s now the 20th (and with no attempted deliveries in sight), I called their national CS team, who actually were relatively useful. They said they’d ask for the scans to be updated. They also gave me the number for the Vauxhall Service Centre so that I could arrange to pick up the parcel, as at this stage I just want it and I’d rather get it myself.
Well, the Vauxhall Centre simply refuse to pick up the phone. I’ve left the phone ringing for over 40 minutes – no voicemail, no answer, no nothing. So this morning I try to call back the main CS line but those numbers are now just dead – you can’t even get to a “lines are busy” message.
The service, as far as I can tell, is an absolute joke. Nobody seems to want to take responsibility, and sadly it looks like I’ll have to cancel my order and let the merchant take it up with Yodel. It really is a disgrace.
I have an idea do not order from any company that use’s Yodel to deliver their goods. They are f____ing useless !!
Yodel are beyond useless, but if you think they are bad try Panther Parcels and Couriers. I bought a mattress before Christmas 2011 from Worldstores. Five times they failed to deliver it. The account manager at Panther was spiteful – Eddie – he refused to take my calls, I had to leave messages, he put the phone down on me consistently. I spoke to a lady in the office who tried hard to get my mattress delivered but said that without Eddie’s authorisation her ‘hands were tied’. The Customer Services Manager at Panther did not phone back. In the end Worldstores brought in a separate same day courier to collect the mattress from Panther and deliver it to me. Can you ever imagine an employee who refuses to help, puts the phone down refuses to deal with you and yet another employee who wants to help you cannot, because this guy is a bully? Thats what I had to put up with! Perhaps someone should start a forum on Panther because they make Yodel look like heros in comparrison!
Ive experienced much the same but can’t be arsed to write it all again
Please see my blog for an honest appraisal of yodel and dpd, beware, contains profanity.
Commuterrant.wordpress.com
Joke!
I’ve been waiting for a parcel from this joke outfit since Feb 1st…
Sample of there tracking…
Parcel returned to delivery depot (HAYES SERVICE CENTRE) 6th Feb 2012 13:25
Out for delivery (HAYES HOME DELIVERY) 2nd Feb 2012 09:00
So where has it been between Feb 2nd – 6th Feb! and still not arrived, they won’t stay in business long.
How can this company LEGALLY operate? I ordered an item for delivery via an independent seller on amazon.
Expected the item to be delivered in 1-2 days (Paid £10 instead of taking free delivery option). Guess what? It’s a whole week later and now I find all the info about Yodel and the company it used to be known as. I’m now worried I’ll never recieve my package. Surely, if they take money, then don’t carry out the service that was promised, this is no better than stealing?
Jonathan Smith is no better than a criminal. It’s disgusting that the customers CLEARLY don’t have a leg to stand on, as this company has been getting away with this crap for years.
Thought you might like to see this that I have just send to the Yodel complaints e-mail……. I await eagerly for their responce, HA HA.
Hi There,
I have spent since last Wednesday trying to get a parcel redelivered & I hope you can help???
I am now on my 3rd day off of work to recieve a parcel that I was faithfully guarenteed would be delivered today.
Wednesday 1st February afternoon I went to http://www.MyYodel.co.uk to rearrange for my parcel to be redelivered on the next earliest date which was Friday 3rd February,
As the day goes on and when it reaches approximatley 4.30pm I decide to call the number on the green card that was left in my letterbox (0871 2440525) I spoke to a lady that told me the parcel is not in your possesion and I need to call another number to rearrange delivery (0845 2709888), which I did….. They had no record of my parcel and advised me to get back onto Yodel, Again I did & spoke to Adam who told me that the on-line process I went through was unsuccesful & he would try to arrange a saturday delivery for the inconvenience we had been through, after holding on the phone Adam returned to say that they would not deliver on a Saturday in my area but my parcel is in the Ipswich depot & I can collect it if I wished. From my address Ipswich is a 76 mile round trip that would take about 2 hours (traffic permitting) so I asked if he could get it redelivered for Monday, to which Adam replied that wont be a problem, I asked if I could stay on the phone while he arranged it on his system and made sure it was possible for delivery on that day as I would be taking another (unpaid) day off of work to wait for it. Monday the 6th is fine he replied.
Monday 4.30pm comes and goes & after spending my day looking out of my window for the Yodel van to turn up I decide to call the 0871 2440525 number to clarify it was on its way…….. I spoke to Alan & guess what? It wasn’t, our parcel is still sitting in Ipswich Depot awaiting collection. As you can imagine by this time I am fuming, Alan asks me when I would like it delivered to which I reply in the next hour would be good, he laughs and says that is impossible, can somebody please tell me when it is possible for Yodel to deliver my parcel? Alan said he would arrange delivery for tomorrow (Tuesday 7th February) He also advised me to call at 9am on the 7th to confirm my parcel has been loaded onto the van.
So this morning I wake up and eagerly awaited 9am to call. I spoke to Melanie and can you guess what I was told? Thats right, my parcel AGAIN is not on the van for delivery & Adam & Alan had both given me wrong information and because the Ipswich depot hadn’t scanned my parcel when it returned on the 1st I now have to wait 48 hours for someone to call me so they can tell me when you can deliver my parcel. I asked melanie if I could speak to a supervisor but apparentley they were busy and cannot call me back either. All I can do is write to express my concerns but couldn’t tell me were to write to?!?!?! (Seriously are these people trained??)
When my Partner got home from work she called the 0871 2440525 and spoke to someone else to try and make a complaint about the service we have received but was told that in the 2hour gap from myself calling to my partner calling the parcel has now been lost & they have no idea where it is, as it hasnt been scanned for so long, they will now contact the sender and there is no more that we can do until we hear from the sender.
Yet again we asked to speak to some kind of management and are told there is no one that can deal with complaints (but as you can see above I was told that the supervisor was busy??)
I have been using couriers for a long long time within my company and have never come across such incompetence as I have over the last week with Yodel.
I am dreading my mobile bill coming in as dialling 0871 numbers from a mobile doesn’t come cheap & as I have now lost 3 days work as well, I am not going to be that well off this month.
I would like to make a suggestion for your company if I may, I have spent 17years dealing with the general public face-to-face (not hidden behind a phone) & my manager is always willing & able to talk to an un-satisfied customer, so I know how to treat people with the respect they deserve & I also make sure everyone in my team knows what they are talking about before I let them face the crowd so I dont have problems like we have here that of 6 people we have spoken to not 2 of them within your company have told me the same thing. Now you have to admit this seems very poor on your part.
Firstly – If your call centres dont work then dont make out to customers that you are going to deliver a service when you clearly can’t.
Secondly – If your web-site does’t work then you should get on to your designer and advise them that things that should be happening on your site aren’t. (I very much doubt it is the web sites fault at all, and it is down to the incompetence of the staff you are hiring).
Thirdly – Try typing Yodel into Google and see what people really think of you & the changing of company name to avoid bad publicity, you should stop trading and have your staff & drivers fully trained & be happy with their performance before you start trading again.
Forthly – Ask your customers what they want from you as a courier company.
I have looked online for another contact number for yourselves to try and speak to some kind of management (if you have any) and all I can find is forums filled with complaint after complaint, even from Yodel/HDNL drivers and office staff that and are telling their stories about your company and they are not very complimentary on your behalf.
I will be contacting trading standards/Watchdog on Friday 10th February at 9.30am if my parcel has not been delivered by that time.
& on that note I look forward to your response, I can be contacted either on *****************or my phone number is ************
Kindest Regards
Mark
I will let you know what the outcome is if I hear anything……. lol
Please sign my petition:
http://www.ipetitions.com/petition/stop-companies-using-yodelhdnl-to-deliver/
I am sick of being messed about by this company.